FAQs

All of our drawings are tradionally drawn by hand by one of our illustrators, using pen and paper. These are then scanned into the computer so that they can be tweaked and digitally coloured.

Once the artwork has been scanned we are able to make minor adjustments and amends digitally. This allows us to produce the illustrations more quickly, which in turn help keeps the price of the illustrations as low as possible. Sending a printed version of the artwork also allows us to resend your order if in the unfortunate event it is lost or damaged in transit.

Custom portrait orders are usually dispatched within 5-7 business days. Please note that all custom portraits will be digitally proofed by email and orders will only be dispatched once the artwork has been improved, which may add extra days to this. Personalised art print orders are usually dispatched within 1-2 business days.

For bespoke illustrated orders, yes, absolutely. You will be emailed a watermarked proof of your artwork which you can check is good to go before we dispatch it. We will hold the order until we hear back from you with approval, which may add a few days to the dispatch time. We do not proof personalised art prints.

If you need an order quicker than currently advertised, we will always try our best. Please contact us at hello@lockanddale.co.uk with the details of which product you like to like, and when you need it by, and we will try our best to accommodate. Please note that this may incur a higher delivery charge for expedited delivery. During our busier times unfortunately we cannot accept expedited orders.

Yes! We keep all artwork on file, and you can order copies of your artwork at a reduced price through the 'copies of my illustration' product page. If you would like to order copies of the artwork at the time of ordering the artwork, please contact us on hello@lockanddale.co.uk with your order number, and we can advise how to proceed. Please note that for privacy reasons we only allow the person who places the original order additional copies at a later date.

If there is a printing error on your order, which was printed as per the personalised information supplied to us, don’t worry! We keep all artwork on file and we can resend the artwork to you at a reduced charge.

We try our best to get the illustrations looking as perfect as possible before they are dispatched, however if the proof isn't quite right we will be happy to make some amends for you. We tend to limit these to 2-3 sets of amends, depending on the type and size of the amend. If you would like to change the image to a new image once the initial drawing has been completed, we will need to make a charge of £10.00 for a redraw, to cover the time and cost of materials already invested in the initial drawing.

Please see our About Us page for more information on stockists and where we currently sell.

You can upload your image during checkout, or email it to us after you have placed your order to hello@lockanddale.co.uk. If we cannot work from your image, we will contact you directly.

Please ensure that your image is clear, crisp and with good lighting. Blurry and poorly lit photos, such as older photos and photos taken on a mobile phone can be very difficult to draw from and will therefore be rejected. If you are unsure if your image is suitable, please email us at hello@lockanddale.co.uk, and we’ll be happy to help.

Of course! Please send us an email with the photo and details of the product you are thinking of ordering, as we can tell you if the image is suitable to draw from.

We will hold your photo on file for one month after your order has been dispatched, in case we need to make any amends. After that your image will be permanently deleted. If after a month we require the image for amends, you will need to supply the image to us again. Please note that all artwork is kept on file, but will never be shared unless we have your permission. We appreciate that privacy is important, therefore we will never sell copies of an artwork which has been based on your photograph to anyone but the person who placed the original order.

We won’t draw any nudity, or any images or subjects which we find to be inappropriate or offensive. If we deem an image to be unsuitable after the order has been placed, we will contact you to arrange a different image, and the one that was sent to us will be permanently deleted.

Yes, absolutely! The price of the product is the same, however the delivery charges will differ depending on which country you are in. The delivery charge will be calculated during checkout.

All portraits are now sent by Royal Mail Tracked 48 post. You can upgrade to Tracked 24 at checkout if you need it slightly quicker (please note that upgrading the postage does not mean your order will produced more quickly). Personalised art prints are sent by Royal Mail First Class post. International order are dispatched by Royal Mail International Tracked, which usually takes around 7-10 business days.

Once your order has been placed we will get to work on it quickly. If you cancel before the artworking has been started you will receive a full refund. If you cancel after the art-working has been started or are not happy with the final result after amends have been made, we will need to charge a fee of £10 to cover the illustrators time and materials invested. This will be deducted from your refund. As every order is personalised, we do not accept returns on any personalised products, unless they are damaged or faulty.